Assertiveness can be grown……

A lack of assertive ability and skill, hold many people back from living their lives the way they want to; it is often at the heart of disengaged and demotivated people at work. A key component of EQ (emotional intelligence), assertiveness has often come up in many of my coaching and training sessions hidden in a diverse …

Give feedback and be thanked ……

That rarely happens, sometimes when I give feedback I don’t get thanked, I get a blank stare or a mutter of defence. Then I am very sorry I took the risk of saying anything at all and keep quiet the next time. Feedback comes with negative connotations, such as rejection, loss of status, fear of …

How to influence others when you have no direct authority over them

While I am very sure much has been written to explore the ‘Six Principles of Influence and Persuasion’ (by Dr. Robert Cialdini) in practice: to criticise and debunk their simple or superficial nature, I have to admit that I rather like them for that very reason: their simplicity and because they appeal to my sense …

A customer for life, for less than the price of a chicken…..

We all have tons of experiences of good and bad customer service to share and isn’t it amazing how disinterested those business who rely on loyal customers are in developing and growing positive customer experiences: from a genuine smile to seeking customer feedback on how to improve and do things better.  Look at how poorly …